Chapter 1: Introduction to Service Operation
• Describe the purpose, goals and objectives of service operation
• Describe the scope of service operation
• Describe the business value of service operation
• Describe the context of service operation in the ITIL service lifecycle
Chapter 2: Service Operation Principles
• Balance in service operation
• Providing a good service
• Involvement in other lifecycle stages
• Operational health
• Communication
• Documentation
• Service Operation inputs and outputs with the service lifecycle
Chapter 3: Service Operation Processes
• Understand the purpose and objectives of event management
• Understand the scope of event management
• Understand the value to business of event management
• Understand the policies, principles and basic concepts of event management
• Understand event management activities, methods and techniques
• Understand the triggers, inputs, outputs and interfaces of event management
• Understand the critical success factor and key performance indicators of event management
• Understand the purpose and objectives of incident management
• Understand the scope of incident management
• Understand the value to business of incident management
• Understand the policies, principles and basic concepts of incident management
• Understand incident management activities, methods and techniques
• Understand the triggers, inputs, outputs and interfaces of incident management
• Understand the critical success factors and key performance indicators of incident management
• Understand the purpose and objectives of request fulfillment
• Understand the scope of request fulfillment
• Understand the value to business of request fulfillment
• Understand the policies, principles and basic concepts of request fulfillment
• Understand the triggers, inputs, outputs and interfaces of request fulfillment
• Understand the critical success factors and key performance indicators of request fulfillment
• Understand the purpose and objectives of problem management
• Understand the scope of problem management
• Understand the value to business of problem management
• Understand the policies, principles and basic concepts of problem management
• Understand problem management activities, methods and techniques
• Understand the triggers, inputs, outputs and interfaces of problem management
• Understand the critical success factors and key performance indicators of problem management
• Understand the purpose and objectives of access management
• Understand the scope of access management
• Understand the value to business of access management
• Understand the policies, principles and basic concepts of access management
• Understand access management activities, methods and techniques
• Understand the triggers, inputs, outputs and interfaces of access management
• Understand the critical success factors and key performance indicators of access management
Chapter 4: Common Service Operation Activities
• Monitoring and control
• IT operations
• Server and mainframe management and support
• Network management
• Storage and archive
• Database administration
• Directory services management
• Desktop and mobile device support
• Middleware management
• Internet/web management
• Facilities and data center management
• Operational activities of processes covered in other lifecycle stages
• Improvement of operational activities
Chapter 5: Organizing for Service Operation
• Service desk function
• Technical management function
• IT operations management function
• Application management function
• Roles
• Service operation organizational structures
Chapter 6: Technology Considerations
• Technology, tools and telephony requirements for service operation processes and functions:
• Event management
• Incident management
• Request fulfillment
• Problem management
• Access management
• Service desk
Chapter 7: Implementation of Service Operation
• Managing change in service operation
• Service operation and project management
• Assessing and managing risk in service operation
• Operational staff in design and transition
• Planning and implementing service management technologies
Chapter 8: Challenges, Critical Success Factors & Risks
• Challenges
• Critical success factors and key performance indicators
• Risks
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